An efficient ticketing system is essential for managing customer service and offering a quality customer experience.
HubSpot, with its integrated CRM and support tools, allows you to create a robust, organized and intuitive system.
Today, we're going to learn more about how to set up the platform, how to create tickets, how to follow up on them and some tips to improve your performance even more!
What you'll see in this post:
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What is a ticketing system?
Imagine a scenario: you have a problem with a product or need help with a particular service.
You contact the company and want your request to be treated with the attention it deserves, without it getting lost along the way.
This is where a good ticketing system makes all the difference. It's basically a tool that organizes and simplifies customer service.
A ticketing system is like a digital demand organization board, where each request, be it a problem, a question or a suggestion, becomes a "ticket" to be managed.
These tickets act as a centralized record, allowing the company to keep track of every interaction with its customers.
In addition, the company can monitor the progress of each attendant, knowing exactly what each one is working on and how much time is being spent on each ticket.
It is possible to identify if any service is overdue and check the outcome of each request, ensuring more efficient control and continuous service improvement.
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How does a ticketing system work?
- Assigning tickets: When a customer gets in touch, the system automatically or manually assigns the ticket to the most qualified person on the team to resolve it.
This helps to avoid confusion and ensures that the customer receives help from someone who really understands the subject.
- Logging and monitoring: Each ticket is logged with important information, such as details of the problem, the history of conversations and the current status (open, in progress, resolved).
In turn, this allows nothing to be forgotten and any member of the team to follow up on progress if necessary.
- Consistent and resolvable experience: A good ticketing system ensures that no customer goes unanswered and that all requests are dealt with to the same high standard.
It helps teams to work in a more organized way, reducing errors and increasing the satisfaction of those on the other end.
Why is it important to have a ticketing system?
Having a ticketing system is essential for companies looking to offer efficient and personalized service.
As well as speeding up internal processes, it shows customers that the company cares about understanding and resolving their demands in a professional manner.
In a world where customer experience is increasingly valued, having a tool that organizes and centralizes requests is a competitive advantage that makes all the difference. After all, who doesn't like to be well looked after?
Whether it's a large corporation or a small business, the ticketing system is the bridge between internal organization and customer satisfaction, and therefore a great ally in the mission to delight and build loyalty!
How do I create tickets in HubSpot's CRM?
Managing and resolving requests efficiently is key to maintaining customer satisfaction and ensuring team productivity.
HubSpot Service Hub is a powerful tool for organizing, tracking and resolving problems in a clear and collaborative way.
Tickets are the basis of the support system, allowing you to record and track customer requests or internal tasks.
Let's explore how to create them in a simple step-by-step:
How to access the ticket panel
- Log in to your HubSpot dashboard.
- In the side menu, click on CRM and select Tickets.
- You will be redirected to the dashboard where you can view and manage all existing tickets.
Steps to create a new ticket
- Click on the Create ticket button in the top right-hand corner.
- Fill in the basic information:
- Ticket name: Give a clear and objective title that summarizes the problem.
- Associated customer: Choose the contact or company related to the ticket.
- Source channel: Identify how the request arrived (e-mail, chat, telephone, etc.).
Important details when creating a ticket
- Description of the problem: Be detailed, including all the information provided by the customer or internal team.
- Priority: Classify as high, medium or low to facilitate planning.
- Deadline: Set a date for resolution and keep expectations aligned.
- Responsible: Assign the ticket to a team member to ensure that there is a responsible person for the task.
Once you've filled in the fields, click Save to finish creating the ticket.
Tracking resolutions
Keeping track of the status of tickets is essential to ensure that nothing gets left behind.
- How to monitor the status of each ticket
- In the ticket panel, use the filters to view open, in-progress or resolved tickets.
- Check the Status column regularly to see what stage the ticket is at.
- How to change the ticket status
As the ticket progresses, update its status:
- Click on the desired ticket.
- In the details tab, find the Status field and select the appropriate option (e.g. "Request", "Analysis", "In production"). Remember that these nomenclatures can be customized.
- Communication and collaboration tools
- Internal notes: Use the notes space to record updates or relevant information.
- Mention colleagues: Use "@" to involve other people in the ticket if you need support or approvals.
- Communication history: View all related interactions, including emails and chat conversations.
By following these steps, your team will be ready to offer agile, quality customer support. Ready to get started? Try it now and see the difference!
What are the benefits of a HubSpot ticketing system?
HubSpot tickets are not just organizational tools; they have a direct impact on the way service is provided.
Here are some specific examples:
- Centralizing information
Imagine that a customer reports a technical problem via e-mail. By creating a ticket, all the details of this request are recorded in one place, along with the communication history, making it possible for anyone on the team to consult the complete information if the person responsible for the ticket is unavailable.
- Agile problem solving
A customer contacts us via chat reporting difficulty accessing an essential service. A ticket is immediately created and prioritized as "High priority".
The person responsible is notified, and the technical team receives clear details of the problem and the deadline for resolution, reducing response times.
- Avoiding follow-up failures
In a high-demand scenario, a customer may request the exchange of a product over the phone. If this request is not registered as a ticket, there is a risk of it being forgotten.
By using tickets, the system sends alerts to those responsible and allows them to track the status until completion.
- Collaboration between teams
During the service of a premium customer, it is necessary for the technical support team to validate information before moving forward with the solution.
The attendant uses the mention (@) feature in the ticket to request the expert's analysis, ensuring that everyone is aligned and that the customer receives an assertive response.
- Improved planning and prioritization
A significant volume of tickets relating to failures in a specific feature begins to emerge. The team identifies this pattern thanks to the HubSpot platform 's ticket reports.
This allows them to prioritize product fixes and align expectations with affected customers, preventing future dissatisfaction.
Tips for improving ticket support with HubSpot
Here are some practical tips to further improve the efficiency of your ticketing system within the HubSpot CRM:
- Set priorities
Not all tickets have the same urgency. That's why it's essential to clearly define and classify which demands are critical and which can wait.
Use labels or custom fields in HubSpot to mark tickets as "high priority" or "normal". This way, your team can concentrate its efforts where they are most needed.
- Automate processes
Automation is a powerful ally. Set up workflows in HubSpot to automatically categorize or prioritize tickets based on keywords, ticket subjects/categories, the origin of the request or the type of customer.
This not only saves time, but also reduces errors and speeds up service.
- Empower the team
Training your team is indispensable. Make sure everyone understands the support process and knows how to use HubSpot's tools efficiently.
Investing in initial training and regular knowledge updates will help ensure that your team is ready to offer high-quality service.
- Maintain clear communication
Customers value transparency. Involve them in the process by sending regular updates on the status of their tickets.
Use HubSpot's automatic email features to notify them of progress, solutions or expected deadlines. This builds trust and improves the customer experience.
- Review reports
HubSpot offers detailed reports that can reveal trends and bottlenecks in the service process.
Some examples of these report templates are:
- Average ticket time at each stage;
- Average service time per agent/attendant;
- Total number of pending tickets by priority;
- Total tickets by subject.
Take the time to analyze them regularly. Find out which types of tickets are most recurrent, the team's response times and where there are opportunities for improvement.
In short, a ticket system organizes and centralizes customer requests, guaranteeing efficient, agile and personalized service, and is an essential tool for improving the customer experience and team productivity.
Want to know more about how HubSpot can elevate other areas of your business? Check out our post with a complete guide on how to use the platform in your digital marketing strategies and expand your possibilities!
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